Unprofessional Behaviour

I hope this message finds you well.

I am writing to express my disappointment with the customer service I received at your Chartwell Corner branch on the evening of 30 April 2025 at approximately 19:45.

I stopped by to purchase a few essential items and proceeded to Till 3 to make payment. I asked the cashier if I could split the payment between card and cash, and she confirmed that it was possible. However, after completing the transaction, she informed me that one of the R100 notes I tendered appeared suspicious. While I had no issue with her taking necessary precautions, the manner in which the situation was handled was unprofessional and disrespectful.

The cashier examined the note, then called over what appeared to be a supervisor. The supervisor took the note, crumpled it, threw it onto the counter, and walked away without providing me with any explanation. Additionally, they conversed in a language I did not understand, which made the situation more uncomfortable.

I am a regular customer at this store and found the entire experience unnecessary and humiliating. The cashier suggested I use a cash send service from my banking app—which would incur a fee on my end—instead of accepting the note or properly verifying it. I declined and requested a refund for the transaction. After standing there for several minutes with no resolution, I eventually left, deposited the same note at an ATM nearby, and it was accepted without issue.

What concerns me most is that the staff did not even attempt to verify the note using a UV light or other standard procedures. This interaction was dismissive and lacked the professionalism and courtesy I expect from your brand.

I hope you will take this feedback seriously and take steps to ensure that other customers do not have similar experiences in the future. I would appreciate a response regarding how this matter will be addressed.